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Contents Before you begin vii Topic 1: Assist customers to articulate their needs 1 1A Ensure customer needs are fully explored, understood and agreed 2 1B Explain and match services and products to customer needs 12 1C Identify and explain to customers their rights and responsibilities 16 Summary22 Learning checkpoint 1: Assist customers to articulate their needs 23 Topic 2: Satisfy complex customer needs 27 2A Explain possibilities for meeting customer needs 28 2B Assist customers to choose services and products to satisfy their needs 34 2C Determine and prioritise preferred actions 41 2D Identify difficulties in customer service delivery and take appropriate actions 44 Summary51 Learning checkpoint 2: Satisfy complex customer needs 52 Topic 3: Manage networks to ensure customer needs are addressed 59 3A 3B 3C 3D Establish effective regular communication with customers 60 Establish networks to ensure appropriate customer referrals to products and services 66 Establish procedures to ensure referrals are made according to customer needs 70 Establish procedures to ensure decisions about customers are based on current information 78 3E Maintain records of customer interaction 80 Summary89 Learning checkpoint 3: Manage networks to ensure customer needs are addressed 90 Final assessment 95 Assessment information and scope Are you ready for assessment? Final assessment overview Assessment plan Final assessment tasks Record of outcome 96 97 98 99 100 127 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting v Before you begin This learner guide is based on the unit of competency BSBCUS402 Address customer needs, Release 1. Your trainer or training organisation must give you information about this unit of competency as part of your training program. You can access the unit of competency and assessment requirements at: www.training.gov.au. How to work through this learner guide This learner guide contains a number of features that will assist you in your learning. Your trainer will advise which parts of the learner guide you need to read, and which practice tasks and learning checkpoints you need to complete. The features of this learner guide are detailed in the following table. Feature of the learner guide How you can use each feature Learning content Read each topic in this learner guide. If you come across content that is confusing, make a note and discuss it with your trainer. Your trainer is in the best position to offer assistance. It is very important that you take on some of the responsibility for the learning you will undertake. Examples and case studies Examples of completed documents that may be used in a workplace are included in this learner guide. You can use these examples as models to help you complete practice tasks, learning checkpoints and the final assessment. Case studies highlight learning points and provide realistic examples of workplace situations. Practice tasks Practice tasks give you the opportunity to put your skills and knowledge into action. Your trainer will tell you which practice tasks to complete. Video clips Where QR codes appear, learners can use smartphones and other devices to access video clips relating to the content. For information about how to download a QR reader app or accessing video on your device, please visit our website: www.aspirelr.com.au/help Summary Key learning points are provided at the end of each topic. Learning checkpoints There is a learning checkpoint at the end of each topic. Your trainer will tell you which learning checkpoints to complete. These checkpoints give you an opportunity to check your progress and apply the skills and knowledge you have learnt. Final assessment The final assessment provides you with the opportunity to demonstrate all of the learning that you have undertaken for this unit of competency. Your trainer/assessor may ask you to undertake the final assessment tasks. Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting vii Topic 1 Assist customers to articulate their needs A successful salesperson understands the concept of customer service, who their customers are, what the customers’ concerns may be and how to help them articulate their needs. Effective salespeople are good communicators, have well-developed interpersonal skills and have knowledge about the products and/or services they sell. In addition, they have strong numeracy skills, can solve problems as they occur and have good working knowledge of the various laws and regulations that govern business services and retail practices in Australia. In this topic you will learn about: 1A Ensure customer needs are fully explored, understood and agreed 1B Explain and match services and products to customer needs 1C Identify and explain to customers their rights and responsibilities Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 1 BSBCUS402 Address customer needs 1A Ensure customer needs are fully explored, understood and agreed This is generally followed by an appropriate greeting and a conscious effort to develop a meaningful rapport. To do this well, you need good communication skills, solid product/service knowledge and, most importantly, a positive attitude. It is much easier to satisfy existing customers than to have to go out and replace them. Address customer needs One of the factors that determines the success or failure of a business is the quality of its customer service. In any competitive environment, a high standard of service is essential. Organisations need to identify who their customers are and use a range of strategies to fully explore customer needs. Only when customers’ needs have been fully explored can a business start to meet them effectively. Customers purchase both goods (products you can see or touch) and services (actions you cannot necessarily see or touch, but that make life easier or more profitable). These days, you may not have face-to-face contact with the customer. The purchase may take place over the telephone or online without direct contact between the salesperson and the customer. Whatever the situation, salespeople still need to understand the client, determine their needs and follow good work practices, laws and codes of ethical behaviour when dealing with customers. Satisfy complex customer needs Customers’ needs are diverse and constantly changing. Fashions, tastes and preferences vary from one season to the next and are not always the same in different regions or countries. Some customers are well informed about the product or service they wish to buy, while others rely on advice at the point of sale. As a salesperson, you need to be well equipped to help customers make the best choice for their needs. To do this, you need product knowledge and customer knowledge. When conducting complex negotiations, you need to record information accurately and in detail. You should identify and record exactly what product or service is being provided, the price and the conditions of sale. Although most sales are routine and unexceptional, you will sometimes need to deal with difficult transactions, situations and customers. Salespeople should have strong communication, problem-solving and conflict-resolution skills. Providing outstanding customer service is a salesperson’s key objective in spite of obstacles or difficulties. 2 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting v1604 One of the first things a good salesperson should do is interact with a potential customer at the earliest possible opportunity, to make them feel welcome and valued. Immediately recognising the customer conveys the message that they are important and their business is valued. BSBCUS402 Address customer needs Greet the customer No one particular greeting is the most suitable, because customers and contexts differ. However, some common guidelines are standard for acknowledging, greeting and connecting with customers. Here is an overview of some of the common standards for acknowledging customers. Acknowledging the customer └└ You should acknowledge the customer at the first available opportunity. For example, if you are attending to a customer when another potential customer enters the store, make sure you acknowledge them also. This may be as simple as a smile, a nod or saying, ‘I’ll be with you shortly’. The important thing is that the customer feels noticed. Addressing the customer └└ Your organisation may have policies for when and how you should address the customer. This procedure is easier if the organisation attracts an identifiable segment of the market. For example, a surf shop attracts mostly younger people who are interested in surfing. Many customers entering a surf shop would share common values and ideas. Connecting with the customer └└ Connecting with the customer is the act of finding some common ground on which to build rapport and empathy. It is important at this point to be natural and sincere, because contrived, insincere comments or behaviour may have the opposite effect of alienating the customer. Common ground Creating the right customer connection is vital to a successful sales process. If you are unable to connect with your audience, then it is likely the sale will not proceed. After greeting your customer, you should seek to find some common ground with them. Small talk can support the connection process; topics such as pets, the weather and sport are often useful for creating that common ground or connection. You also need to be aware that people and situations are not always what they seem, so be very careful when making assumptions about customers. Topics that help create common ground include: • customers’ children • an outstanding or unusual item of clothing or hairstyle (compliments only!) • the weather • a significant news item • a major sporting event. 4 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting BSBCUS402 Address customer needs Problem-solving strategies Salespeople should be ready to deal with communication barriers and apply problem-solving strategies accordingly. They may need to adapt their communication styles or approaches; for example, by using physical demonstrations or images to give and receive information, and by checking that the customer understands the information. Salespeople need to be flexible, patient and understanding when dealing with customers and show a genuine interest in and enthusiasm for meeting their needs. Questioning Questioning a customer is the easiest way to start interacting with them, establish rapport and find out what they need. Questioning is a multi-layered process that involves determining what information you want to obtain, the most appropriate types of questions to ask and what the responses are likely to be. There are two main question types: closed questions and open questions. Here are some types and examples of questions that can be used to interact with customers and determine their needs. Question type Closed question Description Usually elicits only a yes/no answer Examples May I help you? Do you like the wine? Have you seen the menu? Would you like some more? Are you new here? Can I get you a smaller size? Open question Intended to elicit a detailed response How may I help you? Where would you like that delivered? When would you like to book that for? Why are you returning the item? Who did you speak to? Which store was that? What seems to be the problem? Can you explain …? Can you describe …? Tell me about …? 8 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting BSBCUS402 Address customer needs Example: customer interaction The following example shows customer interaction procedures for Nicki’s Surf Shop. These procedures help employees interact effectively with clients and determine customer needs. Rules for customer interaction at Nicki’s Surf Shop When a customer enters the store •• Smile and nod and/or greet the customer. •• Offer assistance. •• Ask several questions to find out exactly what they want. •• Help them choose products and offer alternatives. •• Show them a range of similar products if appropriate. •• If they try on clothes, ask them if they need another size or colour etc. •• Compliment their choice of product/s. •• Keep them interested in a range of products for as long as possible. •• Let customers know about sale items and discounts and/or related products. •• Don’t allow clients to leave the shop without talking to them. •• Whenever possible, talk ‘surfing’. When a •• Don’t let the phone ring more than five times. customer phones •• Answer in a friendly voice. •• Say ‘Hello, Nicki’s Surf Shop, this is (your name) speaking’. •• Acknowledge the customer if you know them personally. •• Ask how you can help them. •• Ask several questions to find out exactly what they want. •• Listen carefully and check details if necessary. •• Take notes and check contact details. •• If you can’t help them, take their phone number and offer to have a manager call them back. •• Thank them for calling. •• Don’t place a customer on hold unless it is unavoidable. Practice task 1 Read the case study, then answer the questions that follow. Case study Yolanda has just started a part-time sales job in the cellar-door outlet of a winery about 50 kilometres south of Adelaide. The outlet sells bulk and estate wines that have been fermented and bottled on site at the 140-year-old winery. It also sells olive oil and other olive products from the adjacent olive grove and press, and these are also processed on site. It has wine tasting and a restaurant that serves lunch and platters to accompany the wine tasting throughout the day. The customers are typically international and interstate tourists with a serious interest in wine and/or olives. Day trippers from Adelaide also come to taste wines, have lunch and replenish their cellars. continued … 10 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting BSBCUS402 Address customer needs Summary 1. Recognise and greet a potential customer at the earliest opportunity. 2. Effective communication and skilful use of questions help determine customer needs. 3. Learn as much as possible about your organisation’s range of products and services. 4. Customers make decisions in a variety of ways, but can often be assisted by knowledgeable sales employees with good communication skills. 5. Honesty and personal integrity are good for business. 6. There is an extensive legal framework that protects both the customer and the organisation from unlawful, unethical and dangerous conduct. 22 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting Topic 1 Assist customers to articulate their needs Learning checkpoint 1 Assist customers to articulate their needs This learning checkpoint allows you to review your skills and knowledge in assisting customers to articulate their needs. Part A Imagine you have started work as a sales account manager in a large publishing company that bases its reputation on providing good customer service. You are asked to prepare a short report for management outlining how staff should communicate with customers in order to fully explore and address their needs. Your report should address: 1. Acknowledging the customer 2. Talking with the customer 3. Recommending products and services 4. Communicating on the phone Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 23 BSBCUS402 Address customer needs 2A Explain possibilities for meeting customer needs It is sometimes said that a customer’s main priority is to buy a solution to a problem they have. The customer also wants to feel good about the proposed solution to the problem; that is, the product or service you suggest. By getting to know your customers personally, within professional parameters, you can better meet their needs. These needs are often driven more by emotion than logic, so keep channels of communication open so you are well placed to meet these needs. Such complex customer needs require the salesperson to develop strong, trusting professional relationships over an extended period of time. The sales process may be long and detailed. Where obstacles occur, you need to be able to identify them, describe their nature, and propose an appropriate and effective course of action to deal with them and so meet the customer’s needs. Identify complex customer needs The key to identifying any customer needs is listening carefully. Focus your attention on the customer and concentrate on what they are saying. Note their choice of words, tone and pace of voice, overall body language and general demeanour. As you gain experience, your judgment in this area will improve. However, do not assume too much about the customer; always clarify information and do not base your judgments on stereotypes. However, the customer may have a complex problem with a range of possible solutions. Consider a mortgage broker talking to a couple wanting to buy a home. The broker could suggest a range of home loan products, each with advantages and disadvantages; for example, the loan could be principal and interest, or interest only; it could be fixed or variable interest; a simple no-frills loan or one with redraw and other facilities. Several meetings may be required before the details are finalised and a decision is made. 28 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting v1605 On some occasions, a customer’s need is quite simple and has only one logical solution. For example, a customer wants to buy a low-fat ice-cream, so the salesperson shows them which ice-creams are low-fat and asks which flavour they would like. Topic 2 Satisfy complex customer needs Personal customers Personal customers may also exhibit some of the same characteristics as business customers. There are people who buy milk and a newspaper from the same shop every day or have coffee from the same cafe every morning. Here are some ways to categorise the personal needs of your customers. The need to be understood The need to feel welcome If the customer asks for a cappuccino, they obviously do not want a latte. If you are unclear about what the customer wants, you may need to clarify the request. Greet the customer, perhaps make some conversation and then clarify what they want. This may even be along the lines of asking, ‘The usual?’ Make sure the customer believes you are pleased to see them – grumpy sales employees alienate customers. The need to feel important The need for comfort A primary need for most customers is to feel important. The act of spending money triggers a psychological desire for importance; in some cases, this is a mini adrenaline rush. You can help customers feel important by remembering things about them and providing excellent service. This is both a physical and a psychological need. Salespeople can provide comfort by making purchases as stress-free as possible. You can do this by giving the customer enough information to make a purchase they are happy with and providing good customer service. Product and service knowledge To meet customer needs, you need in-depth working knowledge of your organisation’s products and services. While there will be occasions when you need to seek advice or help from a more experienced or senior colleague, you must be able to provide most of the answers most of the time. Make sure you can provide answers to the 10 most frequently asked questions without hesitation. A confident, knowledgeable manner puts your customer at ease and facilitates the transaction. However, if you don’t know, don’t bluff – especially with high-stakes purchases. In the case of a complex sale to a business customer, you may need to involve other members of your organisation in order to develop a comprehensive solution. You may also need to liaise with a range of suppliers to ensure delivery of the correct components, parts or ingredients. Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 31 BSBCUS402 Address customer needs Features and benefits When explaining your product or service to a customer, it is important to make this relevant to their needs. Customers are really interested in how a certain product’s features will benefit them. For example, a refrigerator may have a large capacity, excellent energy efficiency and a long warranty period. For the customer, this means they will have plenty of room without higher energy bills and peace of mind that any breakdowns will be covered. When you describe the feature, link it to the benefit for the customer. Try using the phrase, ‘Which means that … ’. For example, ‘This fridge has a five-star energy rating, which means that you’ll spend less on electricity than with a three-star fridge with smaller capacity.’ Be honest about the features and benefits of your product. If there is a genuine disadvantage with your product, try to overcome this by stating the advantages as benefits and hope that these will outweigh any relative disadvantages. This method can sometimes put the disadvantage into perspective for the customer. For example, ‘This fridge is a little more expensive, but it’s more energy-efficient so you’ll save money over time and have more storage space as well.’ Organisation procedures and standards If an organisation is serious about meeting and exceeding good customer service standards, then it needs a way to measure the quality of the services provided. Service standards and procedures need to be documented and easily accessible to all workers. An example of a SMART organisational standard is a telephone policy. The phone should not be allowed to ring more than five times and all workers have responsibility for answering the phone. Where standards do not comply with the SMART model, it is unlikely the organisation will be able to live up to them for any length of time. 32 S Specific: Target and clearly define a specific area that you want to improve. M Measureable: Suggest an indicator of progress; quantify if possible. Determine how you will know the goal has been achieved. A Attainable: Agree what the goals should be and keep them achievable in the time frame. R Realistic: Identify what results can realistically be achieved given the available resources, knowledge and time. T Time framed: Specify when the result can be achieved; make sure there is enough time to achieve the goal, but not too much time. Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting BSBCUS402 Address customer needs 2D Identify difficulties in customer service delivery and take appropriate actions Excellent customer service is the key to maintaining a good reputation and the competitive position of a business. Nevertheless, this is not always easy and sometimes problems arise. Organisations need to have mechanisms in place to identify problems in customer service delivery, and systems to remedy these problems as soon as they are detected. Identify customer service delivery problems Identify any possible gaps between your customer’s needs and what the organisation can deliver. Analyse this information to identify any customer service problems and improvement opportunities. If you know where the gaps are, you can put procedures in place to reduce future customer dissatisfaction. The number of customer difficulties and complaints an organisation receives is one indication of the quality of its customer service. However, research indicates that instead of actually complaining, around 90 per cent of dissatisfied customers will simply not return. Therefore, the complaints you receive from customers represent only a minority of all customers who experience difficulties with your organisation and its customer service. Organisations with good customer service programs in place view customer complaints as opportunities, rather than problems. A customer concern becomes an opportunity to develop and implement procedures to avoid the problem in future. This approach calls for specific procedures to be in place for dealing with such customer issues. 44 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting Topic 2 Satisfy complex customer needs Example: customer connection A positive view looks at all customer contact – whether complaints or compliments – as an opportunity to promote goodwill and increase customer satisfaction. The following two extracts from customer service charters demonstrate a positive attitude to dealing with customer complaints. Elsie’s Home Repairs •• We welcome complaints. They help us to improve our service. •• We are willing to learn from our complaints. •• We encourage customers to complain if they are not satisfied with our service. •• We take our customers seriously. •• Our customers are always respected. •• We respond quickly to all customer queries and complaints. •• Customer satisfaction is our objective. The Great Crepe Catering Company Customers who take the time to complain and give us their feedback should be thanked, because they are identifying a gap in our organisation’s service delivery that, now we know about it, we can work towards resolving. Existing customers should be treated with care – including those who complain – because these are people who have already decided to use our company’s products or services. Those who complain are giving us a second chance to keep their business. All customer contact is an opportunity to promote goodwill and demonstrate the high levels of service our organisation is capable of. The customer’s opinion should always be taken seriously and considered ‘right’, because it is their decision to purchase our products and services that keeps our business alive. Types of customer difficulties and complaints The types of complaints that organisations receive vary greatly, depending on the organisation, the industry, its products or services, the types of clients and their expectations. These days, complaints may arise from traditional service delivery methods or e-business dealings. Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 45 Topic 2 Satisfy complex customer needs Implement a customer complaints procedure Any system the organisation uses to handle customer complaints should include the following six steps. The six steps in handling customer complaints 1 Receive and log complaints 2 Investigate the complaint 3 Develop a way to resolve the complaint 4 Resolve the complaint 5 Notify the customer of the solution 6 Follow up with the customer Customers must be easily able to log complaints and employees should record all details for future reference and analysis. The person responsible for investigating the details of the complaint may be the employee who took the complaint, the employee who was responsible for serving the customer originally or the manager responsible for the employee. This person must gather all details of the interaction to determine exactly what happened. Sometimes the customer’s complaint may not be able to be resolved immediately. The customer may have to wait while you investigate the details of their complaint. In such circumstances, it is important to reassure the customer that you will resolve the complaint and to take responsibility for doing so. After investigation of the complaint, it will become evident what has happened. Now action is required by the organisation. Determining what action to take involves consulting the organisation’s policies and procedures. The customer must be notified as to what action will be taken by the organisation in resolving their complaint. It is important to follow up with the customer to see how they feel their complaint has been handled. If the customer is still unhappy with the outcome, you may need to direct them to an outside party (for example, a relevant ombudsman). Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 49 Final assessment BSBCUS402 Address customer needs Are you ready for assessment? You must ensure that you are ready to begin the final assessment. Complete the following self-assessment checklist to confirm that you hold the skills and knowledge required and feel ready to undertake a successful final assessment. I am able to perform skills and demonstrate knowledge satisfactorily in the following tasks. Topic Topic 1 Assist customer to articulate needs Key outcomes 1A Ensure customer needs are fully explored, understood and agreed 1B Explain and match services and products to customer needs 1C Identify and explain to customers their rights and responsibilities Topic 2 Satisfy complex customer needs 2A Explain possibilities for meeting customer needs 2B Assist customers to choose services and products to satisfy their needs 2C Determine and prioritise preferred actions 2D Identify difficulties in customer service delivery and take appropriate actions Topic 3 Manage networks to ensure customer needs are addressed 3A Establish effective regular communication with customers 3B Establish networks to ensure appropriate customer referrals to products and services 3C Establish procedures to ensure referrals are made according to customer needs 3D Establish procedures to ensure decisions about customers are based on current information 3E Maintain records of customer interaction If you have covered and feel confident in all of these areas, you are ready to proceed to the final assessment. Before you commence the assessment process, discuss with your assessor or workplace supervisor any areas you do not feel confident in or have not covered. Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 97 BSBCUS402 Address customer needs Final assessment overview To demonstrate your competency using this final assessment you must successfully complete three assessment tasks. Complete the following task •• Part A – Questioning Select and complete one of the following •• Part B – Project: Addressing customer needs at BizOps Enterprises You will demonstrate a sound knowledge of the unit requirements in your responses. You will demonstrate your skills and knowledge by completing a scenario-based project. OR •• Part C – Project: Addressing customer needs at work You will demonstrate your skills and knowledge by completing a project in your workplace. Select and complete one of the following •• Part D – Observation Your work performance will be documented while being observed by an assessor. OR •• Part E – Third-party report Your work performance will be documented using a third-party report completed by a relevant supervisor. 98 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting BSBCUS402 Address customer needs Final assessment tasks Part A – Questioning Purpose You will demonstrate a sound knowledge of the unit requirements in your responses. Instructions to the candidate All questions must be answered satisfactorily for Part A to be completed satisfactorily. There is no restriction on the length of the question responses, or time restriction in completing the assessment. You must complete all questions unassisted by the assessor or other personnel, but may refer to reference material as needed. Resources required The question responses section is the only resource required for this questioning assessment to be completed. Assessment conditions Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to: •• office equipment and resources •• business technology •• organisational policies, procedures, quality systems, manuals and guidelines for customer management •• examples of products/services and promotional strategies •• case studies and, where possible, real situations •• interaction with others. Assessors must satisfy NVR/AQTF assessor requirements. Reasonable adjustment If you do not wish to respond to the questions in written form, an interview may be used as an alternative approach if negotiated with your assessor. Candidate to complete Candidate name: Date of assessment: Assessment I declare that no part of this assessment has been copied from another declaration: person’s work, except where clearly noted on documents or work submitted. I declare that no part of this assessment has been written for me by another person. I understand that plagiarism is a serious offence that may lead to disciplinary action by my training organisation. Candidate signature: 100 Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting Final assessment BSBCUS402 Address customer needs Question 1: Explain how you would communicate effectively to ensure that you fully explore and understand the needs of your customers. Answer: Marking: Question 2: Satisfactory Unsatisfactory Recall a time when you had to offer a customer an alternative product or service (product match). How did you evaluate the alternative product or service to ensure it satisfied your customer’s needs? Answer: Marking: Question 3: Satisfactory Unsatisfactory When and how would you appropriately communicate a customer’s rights and responsibilities? Answer: Marking: Satisfactory Unsatisfactory Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 101 Final assessment BSBCUS402 Address customer needs Record of outcome Training organisation name: Candidate name: Unit code and title: BSBCUS402 Address customer needs, Release 1 Assessor name: Assessor email: Assessor phone number: Assessment tasks: Satisfactorily completed Part A – Questioning Part B – Project: Addressing customer needs at BizOps Enterprises OR Part C – Project: Addressing customer needs at work Part D – Observation OR Part E – Third-party report Declaration: In completing this assessment, I confirm that the candidate has demonstrated all unit outcomes through consistent and repeated application of skills and knowledge with competent performance demonstrated in multiple instances over a period of time. Evidence collected has been confirmed as: Valid Sufficient Current Authentic Final result: Result date: Assessor signature: Unit release 1 (Aspire Version 1.1) © Aspire Training & Consulting 127